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Nuance Prediction Service – Predictive customer intent powered by AI

Predict why customers will contact you before the need arises

Nuance Prediction Service uses artificial intelligence to predict customer intent and take the right action to proactively meet their needs.

Powerful prediction for personalized, and effective, customer engagements

With Nuance Prediction Service, organizations can create highly personalized experiences, powered by AI, that enables them to take proactive action that elevates the customer's experience and improves business results.

Customer demands are rising and changing fast. Organizations need to keep up and offer great service while still focusing on operational efficiency. Predictive solutions can help. Nuance Prediction Service analyzes aggregate customer data from across all channels to model and determine intent and selects the right next step to service customer needs.

Prediction services are limited only by your imagination. Popular use cases include:
  • Predict why someone may contact the organization before they do.
  • Predictive routing – Proactively, and effectively, route someone to the best agent or resource to service their needs
  • Proactive notifications – Identify customer patterns and trends and proactively contact them via SMS or email before they call, or prevent a call altogether
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Nuance Prediction Service using AI to predict customer intent

Nuance Prediction Service data sheet

Learn more about how the Nuance Prediction Service works and helps improve customer satisfaction.

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Predict Customer Intent AI Nuance

Forbes: AI is Super-Charging the Customer Service World

Customer service leader and author Shep Hyken spoke with Robert Weideman, Executive Vice President and General Manager of Nuance Enterprise, to understand how Nuance is using AI for improved customer service.

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Prediction delivers results

See how the Nuance Prediction Service works to help organizations create highly personalized experiences that improve business results.

  • Nuance, bring intelligence to life.
  • Wouldn’t it be great to know what your customer needs even before they contact you? Whether they’re interested in making a purchase, asking a question about their bill, or troubleshooting a problem…they want help quickly, and easily. Delivering this level of customer experience starts with knowing more about them – and putting that knowledge to work.
  • Nuance Prediction Service powered by AI helps you use anonymous aggregated customer journey information to gain valuable and meaningful knowledge that allows you to better anticipate customer needs and identify the right next steps – sometimes even before the need arises!
  • Here’s how it works: Nuance Prediction Service leverages anonymous customer data plus machine learning to create a prediction model that can anticipate why someone is contacting you and automatically route them to the best possible resource– whether self‑service, automated or live assistance. For example, if a customer contacts you after buying your product, the Prediction Service anticipates they may need support and instantly offers them the right channel or agent that’s ready to help – reducing service time and improving their experience.
  • Nuance Prediction service continuously learns and improves over time leading to enhanced routing accuracy and conversion rates for efficient customer engagement. It can also recognize customer patterns and trends to proactively contact them in advance, helping reduce the need for future contact.
  • Your customers want fast answers and convenient service. You already have the data… so let Nuance Prediction Service help you create highly focused and personalized experiences that decrease cost, speed resolution, drive loyalty, and increase revenue generation.
  • To learn more, please contact Nuance today.
Benefits

What Prediction can do for you

Improve business results

As prediction and customer experience improves, so do business results. Key performance indicators (KPIs) such as containment rates, routing accuracy, conversion rates, and revenue will improve with each customer engagement.

  • Improve interactive voice response (IVR) containment rates by accurately predicting why customers call and direct them to the right solutions faster within the IVR—without the need for a live agent.
  • Increase agent productivity and customer satisfaction by knowing why someone engages live chat; then use predictive routing to get them to the correct agent.
  • Decrease the need for calls altogether by analyzing customer patterns and proactively notify customers via SMS or email to preempt and reduce the need for future engagement.
Predict Customer Intent AI Nuance

Highly personalized experiences

Customer experiences are elevated to a new level when organizations accurately anticipate why their customers engage. By using artificial intelligence and machine learning to analyze aggregated data from past interactions, engagement preferences, and cross‑channel history; organizations can provide highly personalized experiences that delight customers and break the standard cookie‑cutter service approach.

Continuous learning & improvement

Nuance Prediction Service is always learning. During each encounter, the Prediction Service makes a calculated projection of the reason for the engagement, records and remembers responses, and updates the model to ensure the best possible experience the next time. With constant analysis from aggregate customer transactions across all service channels, organizations can “fail fast” by testing new concepts, offers, or menus quickly and determining the best performers.

Use cases

Service acceleration

Recommend the right next step to satisfy a consumer's need when they engage the (IVR), virtual assistant or live agent.

Call prevention

Eliminate the need for a call by using proactive notification via SMS or email to provide relevant, useful assistance or customized deals.

Digital acceleration

Remember past behavior and speed a customer to the right next step.

Call deflection

Reduce inbound call volumes, and lower costs, by predicting intent and deflecting callers to digital engagements.

Churn reduction

Identify patterns that customers may be close to canceling their service based on web activity, words, tone or sentiment and take appropriate action in advance.

Revenue generation

Analyze customer buying patterns and proactively offer companion solutions in real‑time.

Agent assistance

Improve agent satisfaction by using past customer data to predict customer needs and deliver them to the agent before the call arrives for a better overall experience.

Key features

Machine learning model

Prediction capabilities are built with machine learning based models vs. human‑generated, rules‑based models that are harder to adapt and scale.

Omni-channel

Nobody wants siloed channels. Building an application once and deploying it everywhere is the goal for any organization. With Nuance Prediction Service, the same prediction model designed for someone calling the IVR can also work on the web or mobile app, ensuring maximum ROI.

Hosted and on‑premise support

Deploy prediction in hosted or on‑premise channels for a more powerful and consistent customer experience.

Utilize out‑of‑channel data

Combine existing customer data with "out‑of‑channel" data such as local weather, current offers, and other relevant information to create an even more personalized and targeted engagement.

Experienced professionals

With over 20 years experience, Nuance Professional Services delivers intelligent customer service solutions, including predictive capabilities, using proven processes and tools that increase efficiency and quality to generate exceptional results.

Resources

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  • Nuance Prediction Service
    Learn more about how the Nuance Prediction Service works and helps improve customer satisfaction.
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